Private Patient Co-Ordinator

An exciting opportunity has arisen at Kinvara Private Hospital for a highly motivated and enthusiastic individual to join our Private Patient Team. We are seeking someone with a strong background in administration and customer service, ideally within a healthcare or private medical setting, who is passionate about delivering an exceptional patient experience.

In this role, you will be the single point of contact for all private patients, managing their journey from initial enquiry through to discharge. You will be responsible for building and maintaining relationships with consultants and internal stakeholders to grow self-pay and insured patient admissions in line with defined targets. Your ability to convert enquiries into bookings and maintain patient satisfaction will be key to your success.

This position is initially offered on a six-month fixed-term basis, with the possibility of becoming permanent based on performance and organizational needs.

Main duties of the job

Key Responsibilities

• Handle all private patient enquiries via telephone, email, and social media.
• Convert leads into bookings and follow up with prospective patients to ensure a high conversion rate.
• Provide detailed information to patients while delivering a professional, caring, and high-quality service.
• Manage the full private patient pathway and liaise with consultants and internal departments to coordinate appointments, investigations, and treatment plans.
• Act as the main point of contact throughout the patients journey, from enquiry to post-discharge.
• Collect, analyse, and report on patient feedback to identify areas for service improvement.
• Proactively gather and manage patient testimonials, reviews, and satisfaction scores in line with marketing and quality assurance processes.
• Record and submit data to the Breast and Cosmetic Implant Registry (BCIR) for patients receiving breast implants, ensuring timely and accurate reporting in line with NHS legal requirements. Monitor compliance regularly to meet national standards.
• Maintain accurate data and support monthly activity reporting to maximise private revenue.
• Ensure that all administrative tasks are completed promptly and accurately in line with data protection, confidentiality, and CQC standards.

About us

Kinvara Private Hospital is a modern, boutique private hospital in Rotherham, South Yorkshire. The hospital serves the population of South Yorkshire and beyond, and is easily accessed via train, M1 and M18.

Job responsibilities

Duties to include:

• Handle all private patient enquiries via telephone, email, and social media.
• Convert leads into bookings and follow up with prospective patients to ensure a high conversion rate.
• Provide detailed information to patients while delivering a professional, caring, and high-quality service.
• Manage the full private patient pathway and liaise with consultants and internal departments to coordinate appointments, investigations, and treatment plans.
• Act as the main point of contact throughout the patients journey, from enquiry to post-discharge.
• Collect, analyse, and report on patient feedback to identify areas for service improvement.
• Proactively gather and manage patient testimonials, reviews, and satisfaction scores in line with marketing and quality assurance processes.
• Record and submit data to the Breast and Cosmetic Implant Registry (BCIR) for patients receiving breast implants, ensuring timely and accurate reporting in line with NHS legal requirements. Monitor compliance regularly to meet national standards.
• Maintain accurate data and support monthly activity reporting to maximise private revenue.
• Ensure that all administrative tasks are completed promptly and accurately in line with data protection, confidentiality, and CQC standards
• Ensure self-pay patients have paid prior to admissions.
• Maintain good working relationships with consultants.
• Ensure compliance with all relevant mandatory training within the specified timescales, and undertake any specific role related training.
• Comply with and complete audit requirements including escalation of non-compliance to appropriate managers.
• Commitment to ensuring quality services are delivered to both internal & external stakeholders through continuous improvement activities
• Compliance with Kinvara Policies and Procedures relevant to this role, ensuring you are fully aware of your responsibilities within these policies
• To be aware of your responsibilities in relation to safeguarding children and vulnerable adults. To ensure you are aware of your responsibilities, supporting policies and undertake the appropriate level of training for your role.
• Maintain knowledge of Health and Safety at Work Act. Ensuring appropriate measures are taken in respect of Health and Safety for patients, relatives, visitors, hospital staff and contractors.
• Collection of patient payments when required (sundry accounts, self-pay patients, shortfalls and previous outstanding debt).
• Have full knowledge of the layout of the hospital, all departments and senior personnel to enable correct directing of visitors, contractors etc.

Person Specification

Experience

• What Were Looking For:
• Proven experience in a similar role within a healthcare or patient-facing environment.
• Demonstrable success in a sales, marketing, or business development role, ideally within the private medical sector.
• Strong administrative skills and excellent attention to detail.
• Exceptional communication skills, confident in person, over the phone, and in writing.
• Ability to problem-solve, influence, and resolve conflicts diplomatically.
• Experience in converting enquiries into bookings/sales with measurable results.
• Knowledge of the local healthcare market and patient demographics is highly desirable.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.